Utter nightmare! Line fault - Sky wont do anything!

Ill try and explain this as best as I can...

With Fibre tier 1 on Sky (40 down 7 up), I live out in rural Norfolk, its a sparse village, Fibre was installed in the area just over 2 years ago now, and up until last November its been fantastic.

Until i started to get modem disconnections... This is an intermittent fault. Some days it works perfectly fine. Some days it drops connection every 5 minutes. Today is about once an hour...

Now I've been having a absolute nightmare with Sky "tech support" Ive been on the phone maybe 2 dozen times since this has started. Ive had 6 Openreach engineers round. But each time they come the Line magically becomes stable during the visit., Literally when the Openreach engineer left yesterday the line started dropping again 5 minutes after.

Now the engineers cant find any faults... and Sky are now basically washing there hands of me all theyre offering is to let me leave Sky... rather than go any further to actually fix the problem.

They have NOT asked for an SFI2 engineer. Though they did apparently request 1 REINs engineer but Openreach blocked that, when I ask them to send an SFI2 team to check my line at every point they said they wont do that... As im fibre not standard BB...

My first gripe. Sky Tech support are nothing but bearly trained monkeys reading scripts on the screen and its utterly infuriating having to explain the fault every single fooooofing time to some one who is utterly clueless...

Ive even had 1 "support agent" tell me its a wifi problem and I should change channels because Im in a congested area... This is after me explaining to the person Im looking at the routers logs and I can clearly see it disconnecting from the DSLAM, and apart from that. Im personally on the wired network and live in a rural area where Im the only wifi within range. They still insisted its a wifi issue. *sigh*

I have been lied to multiple times by tech support and even more recently by the complaints agent, they said in there logs they cant see any instability, even though I've already had one teir2 suport agent tell me they can see it... Ive also personally seen the openreach stability chart showing my instability problems.

So yeah At one point Sky did put in the notes to do a Port change "lift and shift" and the openreach engineer said no... No faults detected so they wont do it.

All Sky are offering now Is i stay with them and just accept the fault. Or leave Sky...

Its not an option its a sodding gun point ultimatum...

Now Im not rich, I went with Sky because of the good price and because the network was formally Bethere* who I was with long ago...

But if money was no object Ill be with Zen...

Anyway, i dont know what to do. Im currently stuck with this fault, ive read that a few others been through this nightmare, an almost identical fault and useless sky support...

For those that had this intermittent fault... Did you get it fixed? What was it in the end?

help I really am at my whits end.

I'd take them up on their offer. Find another ISP, there are some decent offers and use cashback as well. Start afresh. Some ISPs seem reluctant to raise SFI faults

Though it�s just a technicality, an Openreach SFI task is for standard ADSL only ...

The task Sky needs to raising is a Super Fast Visit Assured.

Don't get me started on Sky's handling of tricky broadband issues

What other ISP's are in your area?


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Edited by deleted (Sat 12-Jan-19 16:16:04)

most of the usual... Zen included... but money and who to go with is a deciding factor... obviously talk talk and talk to my butt! BT can [censored] right off for the way they treated my mum when she died from cancer. And Plusnet want to charge extra for being in a rural area...

Sky really were the best option I had :/ shame there support suck so badly...

In reply to a post by Mangy_Dog:

obviously talk talk and talk to my butt!

Unless you have had a bad experience with TalkTalk FTTC do not rule them out there is as a lot of the negative stuff you hear and read is from band wagon jumping trolls and its BS, have a read of this thread you might be pleasantly surprised.

http://forums.thinkbroadband.com/talktalk/f/4600447-...

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Having a read through, I was going to suggest following their complaints procedure but it looks like you may have already done that seeing as you've mentioned a "complaints agent".

I do have a suggestion for you, which I understand may not be ideal and probably not the only option, and that is to migrate to AAISP as they say "we'll fix your line" as stated here. I understand it may be a costly option but if you are left with no choice and you absolutely sure that the problem is outside of your control then you could take this option and migrate out once it is fixed (or even stay if you can afford the service). You could even migrate back to Sky with cashback offers if you so wished.

Not a fan of this suggestion popping up on every thread, especially threads where the OP states they would love to move to Zen but can't afford it.

If the can't afford Zen then they definitely won't (or can't) pay AAISP prices.

AAISP also aren't magic. They may keep pushing OpenReach more than the average ISP but they get treated the exact same as any other ISP.
The OP has had multiple OpenReach visits and every time the line passes any tests.
AAISP wouldn't make a blind bit of difference in those circumstances.

It's a valid suggestion when the OP asks what can I do here and doesn't mention price, but if they specifically say they can't afford a more expensive ISP then suggesting 1 of the most expensive residential ISP's may be an attempt to be helpful but it's rude.

Not everyone has money to burn.

In reply to a post by j0hn83:

Not a fan of this suggestion popping up on every thread, especially threads where the OP states they would love to move to Zen but can't afford it.

While you're not a fan of the suggestion and I can see the reason to why, I have made this suggestion though quite reluctantly. I have held off making this suggestion until today to give a little time for other responses as I had forseen there being at least one critic of it.

In reply to a post by j0hn83:

It's a valid suggestion when the OP asks what can I do here and doesn't mention price, but if they specifically say they can't afford a more expensive ISP then suggesting 1 of the most expensive residential ISP's may be an attempt to be helpful but it's rude.

I don't know to what degree they can or can't afford connectivity or my suggestion in specific, and quite frankly it's none of my business. It was suggested with the best intention and they can decide on whether they can or cannot afford such an suggestion given it has been provided to them.

In reply to a post by j0hn83:

AAISP also aren't magic. They may keep pushing OpenReach more than the average ISP but they get treated the exact same as any other ISP.
The OP has had multiple OpenReach visits and every time the line passes any tests.
AAISP wouldn't make a blind bit of difference in those circumstances.

With all considered then, the OP may be best to try and follow the complaints procedure of Sky and potentially even email the CEO of Openreach seeing as multiple visits have yielded no positive results.

I will add that I have had a similar experience many years ago on ADSL. The fault would present itself anywhere from early morning until evening with a complete barrage of CRC and ES for hours but whenever Openreach came out it would almost magically just return to normal and results would return OK. It took many visits before they decided to swap out the D-Side as far as I can remember.

I will not post in this topic again as I can assist no further.

Why on earth would the CEO of Openreach read an email from me, let alone take any action on it? We are but ants to them! (corny i know but fitting)

Besides on googling i can only get the ceo fo the BT group address... Not openreach...

Edited by deleted (Sun 13-Jan-19 13:53:21)

Sadly I think your options are limited

You could try a CEO/high level BT complaint but having tried that myself they just forwarded it to Sky as they were my ISP, others have had success going down that avenue although not sure if any Sky customers have.

Edited by deleted (Sun 13-Jan-19 13:55:07)

Well at least they Sky did not charge you for the engineer visits because if they don't find a fault and report back with a right when tested result, OR will normally charge the ISP /ptsn (voice ), provider
which they will pass on to the customer
That's negative with intermittent faults,

Besides on googling i can only get the ceo fo the BT group address... Not openreach

Really? I get it with the 1st link Google provides

As in this list of results.

In reply to a post by Mangy_Dog:

Why on earth would the CEO of Openreach read an email from me, let alone take any action on it? We are but ants to them! (corny i know but fitting)

Besides on googling i can only get the ceo fo the BT group address... Not openreach...

You would be surprised.

Clive Selley (OpenReach CEO) personally replied to my email within a couple mins and passed it on to their HLC (high level complaints) team.

There's also a dedicated team who answer emails of his behalf.

I know many cases where the CEO has been emailed and OpenReach rocked up within a couple days, including with my own enquiry.

In reply to a post by j0hn83:

In reply to a post by Mangy_Dog:

Why on earth would the CEO of Openreach read an email from me, let alone take any action on it? We are but ants to them! (corny i know but fitting)

Besides on googling i can only get the ceo fo the BT group address... Not openreach...

You would be surprised.

Clive Selley (OpenReach CEO) personally replied to my email within a couple mins and passed it on to their HLC (high level complaints) team.

There's also a dedicated team who answer emails of his behalf.

I know many cases where the CEO has been emailed and OpenReach rocked up within a couple days, including with my own enquiry.

I totally agree, how else did I get FTTP enabled when they downgraded to FTTC, they do act on it but you really need to know what exactly to put in the email, also not making the email too large to read but at the same time being to the point, also being polite and firm at the same time.

Paul

Right a little update, so spoke to sky last Monday...

This time I got through to some one very helpful, and actually read the notes thoroughly, also talked with managers too... And it turns out Openreach has effed up a bit as well...

Basically, it has been authorised to do a lift and shift. As it was noted before, that is the port reset didnt work a lift and shift is permitted (this is noted from higher ups in Open reach) however the last couple of engineers who i noted had a complete CBA attitude, failed to see this information on my case. Even when I kept pushing them to do a lift and shift...

But guess what, Sky arranged for a senior engineer to come today this morning... Only I get up out of bed having lied in waiting for them (its warmer in bed than the house) only to find a "we missed you" note in my post box. Who ever came, couldnt even be arsed to knock on the door or call me... My bedroom is directly above the front door I would have heard them if they had tried...

im so effing infuriated.

Well I hope you rang the number immediately and gave an account. (I'll assume you didnt doze off for a minute and that they did actually knock properly)

They didn't leave a number to ring. Just said I has to rebook with sky...

If i had dozed off, if they had knocked on the door it's loud enough I still would have woken up... Like I say the door is directly bellow my bedroom and every time we had an early deliver I have woken up by them knocking...

But I was awake at the time they marked on the card. They made no attempt to knock on the door... I was staying in bed till they arrived as the house doesn't have a timer on central heating... And so it's sodding cold all the time...

aaisp you can have a one month commitment tho, so its one thing not been able to take a high priced isp for 2 years, its another to take it for a few months.

Also my time with AAISP suggested they are willing to push openreach harder than other isp's. They are the only isp that managed to get a BT engineer on my roof to remove possible sources of interference as well as radio interference teams who walked around the area with radio devices.

Hi
Point one
I was an SFI in the past.
Two
Ask or DEMAND a copy of the "Radius" log for your broadband connection then
THREE Tell them that you will serve for full disclosure and all their logs etc under the terms of GDPR , you are lucky that you were in contract to sky and sub contracted to Openreach over the period of last May/June 2018 therefore they cannot possibly get out in any way of full didclosure.
FOUR from what you say they have not it appears been due diligent in their investigatyions so you may have
A/. a case for compensation and all costs and losses
B/. You may also have a casae of Harassment causing alarm and distress and possibly a fear of violence should your line go down for longer periods or even for a crucial time period when and if you had an unknown 'visitor' either in the day or at night that you certanly did not invite.
A good Solicitor or my advice would be to go to a Barister who has served for more than three years who has to represent you under "direct Access"
Sorry this note is rushed but these cases anoy me as generally they are faults that can be isolated by now by patching out the route of your service to find where the fault is.
The reason as well is because you say that sky are offering you an out of the service contract, it is because their staff appear to be looking at the "Manual of 'Performance Management' and just wanting to be seen to clear "X" faults per hour or day so that they look good in the world of Performance and getting the 'clears' counts in the world of Bonusesthat is not necessesarily money but pecking stakes in the rise up the glorious ladder.
BW
Hope this helps.